Description of support services
Support Services are limited to the diagnosis of actual Errors attributable to any Soft-Integrations Service , and specifically exclude support to remedy an Error or malfunction that is caused in whole or in part by: (i) any equipment, materials, products or software not provided by Soft-Integrations ; (ii) any unauthorized repair, adjustment, modification or alteration to the Soft-Integrations by Subscriber or any third party, (iii) any refusal by Subscriber to install or to use a remedy, update, or replacement version of the Soft-Integrations Service offered by Soft-Integrations to Subscriber at no cost; (iv) any use of the Soft-Integrations Service not in accordance with the documentation; (v) any neglect, accident or misuse of the Soft-Integrations Service; (vii) any malfunction that is not attributable to the Soft-Integrations Service, or (vi) any defect in the Soft-Integrations Service that is not the most current or immediately prior release of the Soft-Integrations Service. For purposes of this Policy, “Error(s)” means a reoccurring failure of the Soft-Integrations Service to perform substantially in accordance with its functional specifications that is caused by an Error in the Soft-Integrations Service and not caused by any other factors. Subscriber acknowledges and agrees that Support Services shall not apply to any third party hardware or software products, and Subscriber agrees to only look to the licencor of such third party hardware or software products for any maintenance and support.
ServiceBridge will provide initial Support Services on all calls when requested to do so by Subscriber. Subscriber will be notified as soon as it is suspected or known that the Error is not attributable to the ServiceBridge Service and can then decide if work should continue.
Support Services shall consist of the following:
The Soft-Integrations team
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